Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm
Jumeirah Island in Dubai. The hotel features ‎391 guest rooms and suites with
dedicated Fairmont Gold rooms and lounge. A total of ‎11 food and beverage
outlets on property offer international dining options including Michelin
Guide recommended ‎2022 and ‎2023 Little Miss India, Frevo - Brazilian Churrasco
experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen,
The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an
expansive pool and beach area with a health club, Willow Stream Spa and the
Fairmont Falcons Kids' Club.

Job Description
* Consistently offer professional, friendly and engaging service
* Process all external and internal calls and emails either by redirecting calls/emails or assisting the caller/sender.
* Promptly answer telephone calls and emails, addressing callers and senders in a clear, friendly and courteous tone of voice.
* Take ownership of the caller's request and ensure follow up according to the hotel's standards
* Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering.
* Act as dispatcher through Royal Service for security, guest services and other colleagues in operations.
* Update Service Requests and work orders and dispatch to the right department.
* Maintain and monitor the "Royal Service" software system and ensure that all services provided at Royal Service are always available and are carried out efficiently.
* Responsibly use all available systems including PMS (Property Management System), telephone system, Royal Service, fax, etc.
* Maintain the upkeep of all telephone and related equipment within the switchboard to ensure maximum efficiency.
* Maintain information confidentiality.
* Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages to/from the computer. Ensure that messages taken are forwarded to and received by guests.
* Provide time and information in response to emergencies and guest requests such as plumbing problems, housekeeping requests, etc. Verify with guests, after a reasonable pre-set time, whether the request has been delivered. Follow-ups to be endorsed to proper channels.
* Receive wake-up call requests from guests, repeat information back to caller as it is taken, accurately and expediently log/input information. Deliver wake-up calls at the requested time.
* Serve as a liaison for Guests requiring information relating to all aspects of the hotel, such as: F&B promotions, Reservations, meetings rooms, etc.
* Receives and logs into the Table Management System the restaurant reservations requests with all information required.
* Maintaining the communication with the guests regarding the lost & found items.
* Creating amenities in the system for the efficient delivery and cross charging.
* Have full knowledge of the hotel's emergency procedures. Remain calm and polite during emergency situations and/or heavy hotel activity.
* Promotes and leads a service driven, results driven work environment.
* Follow department policies, procedures and service standards.
* Follow all safety policies and promotes a safe work environment.
* Other duties as assigned.

Qualifications
* Fluency in Arabic language is a must, speaking and writing
* Previous role as a Telephone Operator is a must
* Must possess outstanding guest services skills and sophisticated verbal communication skills.
* Computer literate in Microsoft Windows applications required. Knowledge of Opera Property Management System an asset.
* Strong interpersonal and problem solving abilities.
* Highly organized, responsible & reliable.
* Ability to work well under pressure in a fast paced environment.
* Ability to work cohesively with fellow colleagues as part of a team.
* Ability to focus attention on guest needs, remaining calm and courteous at all times.
* Fluency in English, secondary language preferred.
* Must have the ability to handle a multitude of tasks and Guest requests.

Additional Information

Visa Requirements:
Please note that you must be eligible to live and work in Dubai.
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